Improving End User Satisfaction in Your ITSM and ESM

IT service management and enterprise service management are key departments within a business that help businesses run smoothly and assist businesses in delivering support to end users. Tasked with providing incident management, request management, problem and change management, and knowledge through service catalogs, ITSM and ESM departments are critical departments within a business, and improving them is a critical part of improving business processes, workflow management, and ultimately the customer experience. Here are some ways that your ITSM and ESM can improve end user satisfaction and more efficiently deliver service management throughout your organization.

Utilize Artificial Intelligence

With artificial intelligence, IT service providers, help desks, and enterprise service management providers can automate many redundant processes that take up a lot of time, cost, and effort. With an AI-powered platform, there are many redundant processes that can be automated, allowing IT service providers to focus on more pressing issues. Some redundant processes that can be automated include password resets, routing and escalation of incidents to the right personnel, and automated user ID and authentication. Through best-of-breed AI integration, your help desk can utilize sentiment and text analysis to allow end users to perform self-service, reset their own passwords, and authenticate themselves through your IT system, freeing help desk professionals to perform other tasks.

By allowing end users to utilize self-service, you can improve end user satisfaction in your help desk while improving efficiency. On Bright Pattern’s AI-powered platform, for example, your help desk can reduce call volume by up to 30%, reduce hold times by 10-20%, improve customer satisfaction by up to 10%, and boost first call resolution by up to 20%.

Managing Remote Teams

Remote assistance makes it easier for businesses to manage remote teams. With the rise of the remote workforce due to the COVID-19 pandemic, and with many businesses moving to a semi-permanent remote workforce, managing and training new agents that are hired from all across the world can be a daunting task. Providing assistance to agents that may be having technical issues can also be difficult over remote communications. With remote assist, however, supervisors can directly manipulate the agent’s or trainee’s screens. By doing this, supervisors can perform live demonstrations, help resolve technical issues for agents across the country or across the globe quickly, and optimize workforce management.

Advanced AI

Automate Outbound Notifications

One of the major challenges that IT and enterprise service management organizations face is outbound notifications during service degradation, service outages, change approvals, and incident status. With the right ITSM platform and right call center integration, your help desk and IT organization can automate outbound notifications, allowing your help desk to send automated outbound notifications through channels like text messaging, SMS, and email. By automating notifications, your help desk can keep end users in the loop about information like service outages, service degradation, status of tickets, and more. Automating outbound notifications can make your ITSM processes more efficient while improving end user satisfaction by keeping end users in the loop, notifying them of events early, and by delivering these notifications on the channels that they use.

Omnichannel Communications

Finally, one of the best ways to improve end user satisfaction in your ITSM and ESM organization is to allow end users to seamlessly connect with your help desk or contact center through the channels of their choice. Deliver service management on any preferred channel and use any digital channels for an integrated experience, while maintaining real-time information, personal information, and customer context across all channels as if it were a single conversation. 

With Bright Pattern’s platform, you can connect with clients on channels like phone call, voice call, video call, live chat, SMS, text messaging, mobile apps, social media, and more, and switch between these channels with end users seamlessly. Improve the end user experience and allow them to connect on the channels they want to utilize with an omnichannel platform.

Omnichannel Capabilities

Bright Pattern for ITSM and ESM

Bright Pattern’s AI-powered omnichannel communication interaction platform enables your service management solution to communicate on all voice and digital channels (chat/SMS/MMS/email/messengers) while providing advanced automation of incidents, problems, changes, requests and more. Drastically improve return-on-investment of your service management solution with Bright Pattern’s solution, which enables you to communicate on any channels and utilize features like automated password reset, automated incident creation and resolution, status updates, and notifications, voice self-service, and automated routing of all communications.

Bright Pattern for ITSM and ESM
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